Rules-based queuing of calls to call-handling resources

Details Rules-based queuing of calls to call-handling resources Rules-based queuing of calls to call-handling resources

H - Electricity

04

Q

H04Q 3/64 (2006.01) G06F 9/50 (2006.01) G06F 15/173 (2006.01) H04M 3/523 (2006.01)

Patent

CA 2296463

Resolution of contention over resources -in an automatic call distribution (ACD) system is effected as follows. Call attributes are defined for arriving calls, and resource attributes are defined for available resources. Rules are defined that match calls having particular call attributes with resources that have corresponding resource attributes. Priorities are assigned to rules, comprising an initial value and a time function that defines how the value changes over time. Each rule preferably defines a coverage path for calls, comprising one or more resource attributes required of resources that can handle the call if the primary resources identified by the rule cannot handle the call in a timely manner. Each resource has an associated call queue. When a call arrives, rules are matched to the call's attributes, and the matching rules determine the resources that are able to handle the call. A token for every matching rule for the call is placed in the queues of all of the resources that are able to handle the call. The position of the call's token in a queue is determined by the priority of the rule. The priority, and hence the call's position in the queue, changes over time according to the rule's time function. When one of the resources removes the call's token from its queue to process the call, all tokens for the call are removed from all queues. When a token with a priority higher by a threshold amount than the priority of the call being processed by the resource appears in the resource's queue, processing of the call is preempted by the token's call

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